Customer Success Senior Program Manager
2 weeks ago
BE PART OF BUILDING THE FUTURE.
What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?
The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. .
Pure is blazing trails and setting records:
For ten straight years, Gartner has named Pure a leader in the Magic Quadrant
Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
Industry analysts and press across these dimensions
And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
Position Overview:
SHOULD YOU ACCEPT THIS CHALLENGE...
The Customer Success Program Manager is responsible for executing on the programs and initiatives defined by CS leadership. Pure Storage is building best-in-class digital-first success programs. This position will enable CS to provide a seamless digital-first personalized
Customer Success experience helping customers maximize their Pure Storage investment and securing their renewal. You’ll drive innovative projects by leveraging data-driven insights, impacting customer adoption and loyalty.
Responsibilities:
IN THIS ROLE YOU’LL...
Create and operationalize processes for digital delivery of Customer Success onboarding and other materials to aid in service delivery segmentation
Become the team expert on Pure’s lifecycle platform, working cross-functionally within Pure and with the vendor on new requirements for optimization
Design, implement, and manage Customer Success enablement programs end to end
Bring the voice of the customer as you partner with Professional Services, Sales, Marketing, Product, and other teams to drive a best-in-class customer experience into our customer engagements
Develop business requirements documentation, process workflow diagrams, functional specifications and other supporting documentation for operational initiatives
Balance the day-to-day operations with an eye to continuously evaluate process and program improvements, driving consistency and excellence
Contribute and collaborate on customer and internal facing content
Focus on optimization, including assessing and delivering the impact of CS programs to stakeholders, implementing changes as needed in order to improve performance
Integrate 1:1 Success Engagements into the digital-first unified customer experience, ensuring content/feel/experience is aligned and integrated, to support the end-to-end customer journey with Pure Storage
Support the creation and delivery of training & content for Customer Success processes,
Customer Success methodology, Product launches, and Customer Success tools.
Qualifications:
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
Bachelor’s degree or equivalent work experience
7 years of experience in a combination of operations, customer experience, leadership, and project/program management
Strong planning, organization, and communication skills
Hands-on mentality, proactive and extraordinary attention to detail.
Track record of leading and proactively managing end to end execution of project/programs
Heavily results-oriented and with a strong bias for action to drive key business critical metrics
Ability to thrive in an ambiguous, fast-paced environment with ability to show resilience and tenacity to balance multiple priorities
Aptitude for digesting and communicating technical and analytical concepts across audiences of varying technical ability
Reputation with cross-functional teams as being innovative, accountable, and reliable
Pay Range:
USD $(phone number removed) - USD $(phone number removed) /Yr.
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